Senior Executive - Customer Success

Capillary Technologies is an enterprise-grade SaaS technology provider. Capillary's AI-enabled loyalty management platform offers brands comprehensive solutions for customer engagement and experiential loyalty to achieve business goals and deliver a great consumer experience. Capillary Technologies, founded in 2012, is a technology-first company that delivers AI based cloud-native SaaS programs and solutions. A leading loyalty management and customer data platform, Capillary serves over 250 brands across 30 countries. The SaaS platform helps brands across industries digitally transform and improve consumer engagement. Acknowledged and recognized by Gartner and Forrester as a seasoned Loyalty expert, Capillary has a workforce of over 900 professionals across the globe that work towards delivering value to our clients and accelerating innovation in the field of Loyalty.We are looking for an Associate Product Manager in our Customer Data Platform group (CDP+ and Insights+). CDP group has products for Data Integrations, Data Management, Customer Services, Data Analytics and Data Governance. The suite of data products enables Marketers to provide personalised engagements and loyalty programs using Capillary Engage+ and Loyalty+ products.A Senior Customer Success Executive will act as liaison between customers and internal Capillary teams. Client facing role that involves relationship management, brand management and escalation handling skills.Job responsibilities include but are not limited to: Leverage product expertise and technical knowledge to delight customers. Leading key initiatives for the team and implementing them in coordination with other teams Act as an SME for the team on Capillary products Team bandwidth management during absences, high traffic periods Work closely with Engineering and Product and Customer Success teams to solve the customer problem statement Handle customer service requests over the ticketing system Drive the on-boarding of customers with Capillary products Share analytics, insights, and best practices with customers. Contribute to creating online support documentation which helps other sub-functions to manage customers. Handling escalations by clients/internal teams, provide RCA in a standard structured format Reviewing the health of the brands with the account managers with respect to the goals of Customer Success Hub

Capillary Technologies is an enterprise-grade SaaS technology provider. Capillary's AI-enabled loyalty management platform offers brands comprehensive solutions for customer engagement and experiential loyalty to achieve business goals and deliver a great consumer experience. Capillary Technologies, founded in 2012, is a technology-first company that delivers AI based cloud-native SaaS programs and solutions. A leading loyalty management and customer data platform, Capillary serves over 250 brands across 30 countries. The SaaS platform helps brands across industries digitally transform and improve consumer engagement. Acknowledged and recognized by Gartner and Forrester as a seasoned Loyalty expert, Capillary has a workforce of over 900 professionals across the globe that work towards delivering value to our clients and accelerating innovation in the field of Loyalty.